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Returns Policy & Cancellation Policy

Returns Policy

You can return your item if for any reason you are not happy with it.  It must be returned within 14 days of receipt. All items that you want to return must be unworn, unwashed and still in their original condition with all labels and tags intact for lingerie, and all seals intact for toys and accessories.

Here are a few things we can’t exchange or refund:

  • Sex toys, if the packaging or box has been opened or if the security seal is removed or broken, unless the item has been returned to us and on inspection is found to be damaged or faulty and is still within warranty; 

  • Lingerie, that have been worn, or if the hygiene seal, tags or labels have been damaged or removed;

  • Hosiery, where the seals have been broken, or have been worn. 

  • Items which are purchased as a set, must be returned as a set, if returned incomplete no refund will be issued 

  • Any kind of face coverings, due to hygiene reasons.

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How do I cancel an order?

Unfortunately once an order has been placed, it usually cannot be canceled. Due to the streamlined nature of our processing, orders are sent immediately to shipping and we are usually unable to retrieve individual packages due to the high volume of orders.

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Delivery Options

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Under £50

Standard Delivery (2-3 Day DPD Service) - £6.95

Next Day Delivery (Guaranteed Next Day DPD Priority) - £9.95

 

Over £50

Standard Delivery (2-3 Day DPD Service) - FREE

Next Day Delivery (Guaranteed Next Day DPD Priority) - £5.95

 

Please note - Cutoff time for Next Day Delivery is 3pm - if you select this option after then, it'll be packed the next working day and sent on that service.

 

Orders placed on a normal working day (Mon-Fri) before 3:00pm using the next day working day delivery option will usually be dispatched within 24 hours (unless on a Friday, this will then be dispatched on the Monday as priority). For orders placed after 3:00pm or on weekends/bank holidays, we will normally dispatch your goods within 1-2 working days of the order being placed. We will keep you informed about any stock issues which may affect your delivery.

For standard delivery, expect this within 2-3 working days (weekend and Bank Holiday rules still apply).

Please note, working days for delivery are Monday - Friday.

Please note that all quoted delivery times are estimated (these times are estimated because we use 3rd party couriers to deliver your order, and any problems they may have are unfortunately beyond our control). The estimated delivery times also exclude weekends and bank holidays. While we do our very best to fulfil our delivery times, we cannot be held responsible for any delays that are beyond our control.

For heavy or bulky items there may be a heavy or large item surcharge which is clearly indicated on the product's description page.

For the Scottish Highlands and Islands, Northern Ireland, Isle of Wight, Channel Islands, Scilly Isles and Isle of Man, there is usually only one dispatch/delivery price and time.

For some larger orders, we may need to send your order by pallet delivery at our discretion. If this is the case then we will contact you separately by telephone or email. This may involve a slight delay in you receiving your goods and may also incur an increased delivery charge. If you would like to place a large order, or an order for large items, please contact us first as this will simplify the process for you.

Media Surcharges

We're happy to announce that after working closely with our couriers, we're able to offer you no surcharge on media when you purchase 8 bags or less online. Anything over this will incur a small surcharge of £1.50 per bag to cover the cost of a pallet delivery.

Packaging & Delivery

When you buy hydroponic equipment from us, items are always packed very discreetly and no mention of our shop name or the type of goods inside will be visible. Goods are sent using a trusted courier service as standard. Items are sent to your door.

If no one is in to receive the goods, then the courier will normally re-attempt delivery twice before returning your order to us. In this instance we may need to charge for re-delivery.

For large and bulky orders, we may need to use a pallet delivery service at our discretion, and there may be a delay of a day or so. If you place a large order of bulky or heavy items, please make sure that you are able to receive delivery by pallet. If you can only receive the delivery by normal carton delivery then there will be an additional charge for which we will invoice you separately.

Delivery Address

For Credit/Debit card purchases, orders can only be shipped to the card-holders Billing address unless Visa / MasterCard SecureCode / 3D-Secure is used. You may wish to have your goods shipped to a different address than the card-account billing address. For these circumstances, we use Verified by Visa / MasterCard SecureCode / 3D-Secure to verify that you are the named card-holder. This policy is to help prevent card fraud and theft.

For purchases made by Cash, Cheque or electronic Bank Transfer, your order can be sent to any address once your payment has cleared.

When you first reach the address-entry page during the Checkout procedure, only the Billing address fields will be editable. If you wish to have your goods shipped to a different address to the Billing address then you must first confirm that you WILL use Verified by Visa / MasterCard SecureCode / 3D-Secure when prompted to do so during the payment procedure. By ticking the check-box to have your goods shipped to a different address to the Billing address, you also confirm that you WILL enter your Verified by Visa / MasterCard SecureCode / 3D-Secure password (or part thereof) during the payment procedure when instructed to do so. If you do not have a Verified by Visa / MasterCard SecureCode / 3D-Secure password set up on the card-account, then you agree to set one up when invited to do so.

If you tick the check-box to confirm that you will use Verified by Visa / MasterCard SecureCode / 3D-Secure but then fail to do so, we will refund any money paid and immediately cancel your order. This policy is to help prevent card fraud and theft.

One Stop Grow Shop is not to be held responsible for the safety of ordered goods against theft or damage in any circumstance which the customer changes the delivery details after confirming their order, or does not accept the goods in person. For example, customers changing the delivery point to porch/doorstep or leaving goods with a neighbour, this is by no means an exhaustive list. One Stop Grow Shop would advise you to take the delivery in person at all times to ensure the safe carriage of your goods.

As per UPS terms and conditions, by selecting Authorised Shipment release, you authorise UPS to release packages addressed to you at your address when no one is present to receive the delivery. You will be asked and are required to accept responsibility for any loss or damage to the package after it has been released at the address.

International Deliveries

If you require an order to be sent to a country outside the UK & Ireland, we will prepare a quote for you on a bespoke basis. Please email a list of what you require and where you would like it to be shipped to: customerorders@onestopgrowshop.co.uk. We will then prepare a quote for you along with the cost for shipping.

It is the customer's responsibility to ensure that it is legal to ship goods that they purchase to the country of destination. We cannot be held liable for any Customs rejections or returns. We cannot be held responsible for any delays to delivery caused by Customs checks. Payment of any charges to Customs authorities are the responsibility of the customer.

Please bear in mind, international delivery will take longer. Learn more about international delivery times here.

Back Orders

On the rare occasion that an item that you have ordered is not in stock, we will place it onto back order for you and keep you up to date. You will have the option to cancel back orders at any time if you would rather not wait.

Tax Charges

All orders placed from within the UK and EU will be subject to VAT at 20%. The prices displayed on this website include VAT at 20%.

Changes to Pricing and Conditions

One Stop Grow Shop reserves the right to change the price of products, delivery charges and free delivery option thresholds at any time without prior notification.

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